Associate, Technical Support Analyst (Remote)

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Job Overview

The Associate, Technical Support Analyst at CDK Global will be responsible for providing exceptional technical support and assistance to clients utilizing our software solutions. This role involves troubleshooting technical issues, guiding customers through problem resolution, and ensuring a seamless experience with our products. The successful candidate will collaborate with cross-functional teams to enhance customer satisfaction and contribute to product improvement initiatives while working remotely.

Job Responsibilities

• Provide timely and effective technical support to customers via phone, email, and chat.
• Troubleshoot software issues and provide solutions to ensure customer satisfaction.
• Document all customer interactions and technical issues in the support database.
• Collaborate with internal teams to escalate complex issues and streamline resolution processes.
• Assist in the onboarding and training of new clients on CDK Global products.
• Stay updated on product features and enhancements to provide the most accurate information to clients.
• Participate in team meetings and contribute ideas for improving technical support processes.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support or customer service role, preferably in the software industry.
• Strong problem-solving skills with the ability to troubleshoot technical issues effectively.
• Excellent verbal and written communication skills to interact with clients professionally.
• Familiarity with support ticketing systems and remote support tools.
• Ability to work independently as well as collaboratively in a remote environment.
• Basic understanding of networking concepts and operating systems is preferred.

Technologies & Tools

The Associate, Technical Support Analyst will utilize various technologies and tools including customer relationship management (CRM) systems, remote desktop applications, and ticket management software to efficiently address and resolve customer inquiries. Familiarity with Windows and Mac operating systems, as well as web-based applications, will be essential in providing effective support to our clients.

Ideal Candidates

The ideal candidate for this position will possess a strong customer service orientation and a passion for technology. They should exhibit excellent adaptability and a willingness to learn, demonstrating patience and empathy when dealing with customers. A proactive attitude towards problem-solving and the ability to work effectively in a remote team environment are essential qualities that will contribute to success in this role at CDK Global.